Service Quality Manager

The Service Quality Manager role will report to the IT service owner. Work with the ITSO to drive continuous improvement in the service quality area. Investigate and analyze Incidents to identify underlying problems and their root causes. Conduct root cause analysis. Assign problem tickets and tasks to appropriate subject matter experts. Track/drive to resolution. Promote a culture of continuous improvement by implementing best practices, conducting post-incident reviews, and driving initiatives to enhance the overall problem management process and reduce the impact of future incidents. Maintain knowledge base of Incidents to enable future resolution. Track and report on metrics for key areas including. Change status (success / failures including root cause) Incidents Service performance and usage metrics Problem resolution Serve as a primary point of contact for service quality-related matters, collaborating with business units, senior management, and external stakeholders as necessary. Prepare and present reports on service quality performance, highlighting achievements, challenges, and improvement opportunities. Communicate effectively to drive awareness and accountability for service quality standards across the organization.